---
title: 'Customer Service Facilities Lead at VIXXO'
canonical: 'https://feeny.ai/job/customer-service-facilities-lead-vixxo-dallas-fjr91r151kn3'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Service Facilities Lead at VIXXO

- **Company:** VIXXO
- **Location:** Dallas, TX / Hartford Connecticut, United States
- **Posted:** 2026-08-22
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/vixxo/jobs/8740676002

## Job description

Vixxo is seeking a full-time Customer Service Team Lead to work at either our Dallas, TX or Bloomfield, CT office.

## THE ROLE

The Customer Facilities Lead owns and drives the repair and maintenance operations needed to meet and exceed customer expectations on a daily basis while earning continued and expanded business.  Their expert management of work order completion demonstrates Vixxo not only has a thorough understanding of our customers' organization and are aligned with shared goals and objectives resulting in exceptional service, customer retention and satisfaction but that our consultative approach can help save them money and operate more efficiently.

## WHO WILL LOVE THIS JOB

- A collaborative teammate: you enjoy working with others and utilizing strong partnerships (internal and external) to achieve the best outcome
- A driver: you enjoy taking responsibility for assuring company policies and procedures are correctly followed and find satisfaction in quickly mastering the guidelines of the role
- An efficient worker: you enjoy having multiple priorities at one time and multitask without sacrificing precision or accuracy
- An analytical problem solver: you are a quick decision-maker that is also careful to analyze new ideas or innovations to ensure alignment with established practices
- A motivated team player who thrives in a fast-paced environment where maintenance curve balls challenge us on a daily basis.

## TOP RESPONSIBILITIES

- Act as the primary point of contact for customer escalations, updates and inquiries with the goal of minimizing the need for updates by proactively working with service providers to keep the work order management system updated and the customer proactively informed.  Utilize experience and industry knowledge to thoroughly manage escalated issues and instill customer confidence.
- Coordinate with customer service team to prioritize outbound follow-up tasks in order to drive improvement of service levels.
- Connect with customers and build appropriate rapport to have a thorough understanding of needs, expectations and requirements in order to achieve customer goals and service level agreements. Provide effective and proactive communication to customers regarding the status of services, time estimations and cost.
- Connect with service providers and build appropriate rapport to meet customer expectations. Review scope of work and pricing, negotiate rates and costs as necessary with a laser focus on customer cost reduction. Verify customer requirements have been met and approve changes on behalf of the customer when applicable. Submit recommendations and proposals to customers.
- Work closely with field team Regional Operations Managers to adjust focus based on their guidance and feedback.
- Utilize key metrics, daily & weekly reports, and performance indicators to identify areas of focus and/or necessary improvements. Work with ROM and supervisor to determine appropriate actions and communications and take steps necessary to continue providing exceptional service ensuring deliverables meet contractual requirements and reduce customer costs.
- Basically, own the solution for the customer so they don’t have to!

## QUALIFICATIONS

- 2-3 years or more of experience in supervisory roles at convenience store, grocery, retail, restaurant or hospitality industry or with those who help serve those customers.
- Will also consider those with 2-3 years experience in customer service, customer retention, business development and/or account management so long as they have a general understanding of facilities maintenance.
- Prefer someone with direct experience managing commercial facilities and working with the service providers that help maintain them.
- Fluent with Microsoft Office products including Excel, Outlook, and Word; experience working with Siebel and databases a plus.
- Excellent interpersonal skills, a high degree of reliability, commitment, tenacity, teamwork, and creative energy to achieve success.
- Excellent written and verbal communication skills; strong problem-solving skills and data analysis abilities
- Needs to be a confident communicator and/or assertive with needs.
- Ability to be receptive to constructive feedback from service providers and/or customers.
- A high school diploma or equivalent is required; bachelor's degree a plus.

## WHY VIXXO

Vixxo wants your ambition, your experience, your talent, and what makes you unique. We may have a place for you on one of our many teams, all dedicated to facilities management for some of your favorite retail, grocery, restaurant and convenience market brands.

Just like you would, we hold ourselves accountable for growing the company and meeting aggressive goals. We also work equally as hard at growing our corporate culture, which includes Vixxo’s commitment to diversity and the fact great minds think differently.

## About VIXXO

## Company Overview
- **One-liner**: Vixxo provides technology-enabled facilities management services for multi-site businesses, managing maintenance, repairs, and capital projects through a large network of vetted service providers.
- **Entity Type**: Private (no disclosed funding stage)
- **Headquarters**: Scottsdale, Arizona, USA (also offices in Hartford, Chicago, Oakbrook Terrace, Bloomfield, Farmers Branch, Dallas) [[builtin.com](https://builtin.com/company/vixxo) [[vixxo.com](https://www.vixxo.com/about-us/overview)]]
- **Founded**: Not publicly available (the company draws on over 45 years of industry experience, with the current entity expanding through the 2024 acquisition of Cushman & Wakefield Facilities Solutions) [[vixxo.com](https://www.vixxo.com/about-us/overview)]]
- **Founders**: Not publicly available

## Core Business
- **Primary industry**: Facilities Management (FM)
- **Target customers**: B2B – retail, restaurant, grocery, and convenience store chains; multi-site enterprises across the U.S. and Canada [[vixxo.com](https://www.vixxo.com/)]
- **Mission / purpose**: "Spend less. Stress less. One work order at a time." – help organizations reduce costs, improve transparency, and simplify facility operations [[vixxo.com](https://www.vixxo.com/about-us/overview)]

## Products & Services
- **Proprietary Cost Management Platform**: A technology platform that provides real-time pricing transparency, eliminates hidden fees, and uses AI-driven insights for smarter facility decisions. [[vixxo.com](https://www.vixxo.com/about-us/overview)]
- **Virtual Technician Assistant**: An innovative AI tool that offers real-time guidance, troubleshooting, and feedback to technicians, helping diagnose and repair equipment faster. [[builtin.com](https://builtin.com/company/vixxo)]
- **Facility Management Services**: Full-service management of work orders (3.75 million+ annually), including HVAC-R, food service & beverage, electrical, plumbing, and more, via a network of 150,000+ vetted service providers. [[vixxo.com](https://www.vixxo.com/)]
- **Capital Project Services**: Project management for over 100,000 capital projects, covering renovation, retrofit, and new equipment installation. [[builtin.com](https://builtin.com/company/vixxo)]

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Handles 3.75+ million work orders annually across 125,000+ locations, managing 3+ million assets with 150,000+ service providers [[vixxo.com](https://www.vixxo.com/)][[builtin.com](https://builtin.com/company/vixxo)]
- **Notable Investors / Partners**: Not publicly listed; key event: acquired Cushman & Wakefield Facilities Solutions (formerly QSI) in 2024, expanding national reach [[vixxo.com](https://www.vixxo.com/about-us/overview)]
- **Growth Signals**: Headcount of ~1,085 employees [[builtin.com](https://builtin.com/company/vixxo)]; serves 40+ specialized trades; completed 100,000+ capital projects; increased service capabilities through the 2024 acquisition.

## Competitive Advantages
- **Technology moat**: Proprietary AI-driven platform that eliminates hidden fees and provides real-time pricing transparency – a differentiator in an industry often opaque with costs [[vixxo.com](https://www.vixxo.com/about-us/overview)]
- **Scale and experience**: 45+ years of combined industry experience, 150,000+ vetted providers, and the ability to manage 3.75 million work orders annually across major national brands [[vixxo.com](https://www.vixxo.com/)]
- **First-mover in AI**: Developed the industry’s first virtual technician assistant, reducing downtime and repair costs [[builtin.com](https://builtin.com/company/vixxo)]

## Strategic Focus
- **Technology-led transformation**: Continuing to invest in AI and data analytics to further automate and streamline facilities management, improving speed and transparency for clients [[vixxo.com](https://www.vixxo.com/about-us/overview)]
- **National expansion**: Leveraging the 2024 acquisition to deepen coverage across the U.S. and Canada, especially in convenience, grocery, and restaurant verticals [[vixxo.com](https://www.vixxo.com/about-us/overview)]
- **Customer-centric innovation**: Prioritizing "spend less, stress less" by eliminating surprise costs and delivering proactive maintenance insights [[vixxo.com](https://www.vixxo.com/)]

## Why Work Here
- **Culture**: Emphasizes a "small-business feel" despite serving Fortune 500 clients – employees are recognized by name, not just as numbers. Core values include "Win Together," "Own the Solution," "Wow the Customer," and "Value Differences." [[vixxo.com](https://www.vixxo.com/about-us/careers)]
- **Diversity & Inclusion**: Intentional focus on hiring and developing diverse teams; "Value Differences" is a stated core value and viewed as a competitive advantage [[vixxo.com](https://www.vixxo.com/about-us/careers)]
- **Work Arrangement**: Offers a remote work program; Built In notes "Typical time-on-site: None" and the careers page references "50/50 Remote Work," suggesting a hybrid or flexible model [[builtin.com](https://builtin.com/company/vixxo)][[vixxo.com](https://www.vixxo.com/about-us/careers)]
- **Benefits**: Comprehensive package including medical, dental, vision, LTD/STD, life, pet insurance, 401K, FSA, generous PTO (including paid holidays and volunteer time), family/childcare benefits, and performance bonuses. [[vixxo.com](https://www.vixxo.com/about-us/careers)][[builtin.com](https://builtin.com/company/vixxo)]
- **Engineering / Tech Culture**: Opportunity to work on AI-driven tools and a proprietary platform that directly impacts major national brands. Leadership model encourages every associate to act as a "leader and owner." [[vixxo.com](https://www.vixxo.com/about-us/careers)]

## Sources
1. [vixxo.com](https://www.vixxo.com/about-us/overview) – About Us, company overview, history, mission
2. [vixxo.com](https://www.vixxo.com/) – Homepage with service provider stats and industry verticals
3. [vixxo.com](https://www.vixxo.com/about-us/careers) – Careers page with culture, values, benefits, remote work policy
4. [builtin.com](https://builtin.com/company/vixxo) – Built In company profile with employee count, perks, office locations, and product details
5. [job-boards.greenhouse.io](https://job-boards.greenhouse.io/vixxo) – Active job listings (28 roles as of search date)

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